Cloud Contact Center Engineer with AWS & Amazon Connect

SHIVAKUMAR

Texas, United States

+1-214-***-**** *****.*****@*****.*** www.linkedin.com/in/shiva-kumar3 PROFESSIONAL SUMMARY

Amazon Connect / Cloud Communication Engineer with over 4 years of hands-on experience designing, developing, and supporting cloud-based contact center solutions. Strong background in Amazon Connect, AWS Lambda, Amazon Lex V2, and CRM integrations, with experience delivering IVR automation, serverless workflows, and operational reporting for enterprise and financial services clients. Proven ability to support production environments, collaborate with cross-functional teams, and deliver scalable, secure contact center solutions. CORE SKILLS

Amazon Connect development, including contact flows, queues, routing profiles, callbacks, and CCP configuration

IVR and conversational self-service using Amazon Lex V2 integrated with AWS Lambda

Serverless development using AWS Lambda and API Gateway for backend and CRM integrations

Amazon Connect integrations with Salesforce and external REST APIs

Contact Trace Record (CTR) processing and operational reporting using Amazon Kinesis, S3, and QuickSight

Monitoring and production support using Amazon CloudWatch, logs, metrics, and alarms

Infrastructure deployment and configuration using Terraform and AWS CloudFormation

Identity and access management using AWS IAM with least-privilege access controls PROFESSIONAL EXPERIENCE

Amazon Connect Developer

Tech Mahindra (Client: GM Financial) —Texas, United States Feb 2024 – Present

Develop and enhance Amazon Connect contact flows to support inbound and outbound customer interactions.

Build AWS Lambda–based integrations to enable dynamic routing, customer validation, and backend orchestration within IVR flows.

Implement Amazon Lex V2 conversational bots to support self-service use cases and reduce call handling time.

Integrate Amazon Connect with Salesforce and external REST APIs to enable real-time data access for agents.

Process Contact Trace Records (CTR) using Amazon Kinesis and S3 to support operational reporting.

Create and maintain Amazon QuickSight dashboards to monitor SLA, AHT, queue performance, and call trends.

Monitor production systems using Amazon CloudWatch, configure alarms, and support incident troubleshooting.

Collaborate with QA, business stakeholders, and DevOps teams in Agile delivery environments.

Cloud Communication Engineer

Acqueon Technologies —India Jun 2020 – Aug 2022

Designed and supported Amazon Connect contact center solutions for enterprise clients.

Developed IVR workflows using Amazon Connect and Amazon Lex integrated with AWS Lambda.

Built serverless backend logic using AWS Lambda and API Gateway for CRM and system integrations.

Integrated Amazon Connect with Salesforce CTI and REST APIs to enable agent screen pops and workflow automation.

Streamed and analyzed Contact Trace Records using Amazon Kinesis and Amazon S3.

Supported reporting requirements through Amazon QuickSight dashboards for operational metrics.

Applied IAM security controls and followed enterprise compliance standards.

Provided production support, participated in UAT activities, and assisted with release deployments.

EDUCATION

Master of Science in Computer Science

Campbellsville University — United States Jan 2023 – Aug 2024 CGPA: 3.8 / 4.0

CERTIFICATIONS

Amazon Connect Developer https://www.credly.com/badges/1cff9bdb-7b59-430c-b2b9- f8c1986a4e02

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